With over 500 million daily active users, Instagram is no longer just another social media platform to share pictures and videos. Today, it has become one of the leading channels for consumers to learn about new brands, and discover their products and services – much like the search engines.
But this active use of Instagram has led to businesses struggling to keep up with customer engagement. From queries about the brand, product, policies and more, there’s a lot to manage today that goes beyond the link in bio.
This is where Instagram automation on DM for customer support comes in.
Can I support my customers on Instagram?
Instagram’s DM feature is no longer limited to casual interactions. Businesses have been using this tool to respond to queries, assist with purchases and address consumer concerns for years now. But with Instagram’s robust API and integration with third-party tools, brands can move over manually managing conversations to:
– Providing 24/7 customer support through automation
– Offering personalized responses using AI chatbots and saved replies
– Assisting in making purchases upsell, cross-sell, recommendations and checkout links
– Integrating CRM tools to track customer interactions across channels
Instagram DM automation tools are now helping businesses ensure faster responses times to messages and comments, keeping customers engaged with a consistent service quality.
Ways To Use Instagram DM Automation For Support
Here are some ways in which brands are using Instagram DM automation tools:
1. Respond to FAQs
Automate responses to frequently asked questions in Instagram DMs or comments. This could include questions about shipping, return policies and other details. You can use Instagram’s Saved Replies features to pre-save responses to common queries or integrate with AI-powered chatbots on Interakt to identify keywords in customer messages and provide instant answers.
Example:
Customer: What’s your return policy
Automated response: “Our products come with a 30-day return policy. You can learn more here: [link]. Let us know if you have any questions!”
2. Product pricing
A common query that businesses need to tackle on Instagram is product pricing. These queries often popup in both DM and comments, making it harder to manage consumer interest. With Instagram DM automation, businesses can trigger a chatbot response to start a 1:1 conversation with the buyer.
Example:
Customer comment: Price please
Automated response in DM: “The product is available at 20% discount for INR 599 only. Click here to avail the offer and make the purchase: [link].
3. Order tracking
Order tracking is another area that businesses can automate to reduce manually managed support queries. When customers reach out to check the status of their orders, you can use Instagram DM automation to fetch details from the integrated e-commerce system or logistics platform to provide information.
Example:
Customer: Where is my order
Automated response: Could you please share your order number with us?
Customer: xxxxxxxx
Automated response: Your order is packed and shipped on [date]. It is expected to be delivered in 2-3 working days.
4. Personalized recommendations
Instagram DM automation tools can also help assist shoppers during their purchase journey. You can create a workflow for the chatbot to gather details about a consumer’s preferences and what they’re looking for, suggesting products based on user input.
Example:
Customer: I’m looking for a Christmas gift for my mother.
Automated response: That’s great! Can you tell me her favorite color or style, and I could suggest some of our best sellers!
5. Shopping assistance
Another way to use Instagram DM automation is to assist a shopper in the middle of their shopping journey. This typically includes addressing queries about product variants, sizing and similar concerns. The automation can help improve customer experience and also reduce drop-offs that typically happen when a consumer is required to switch platforms.
Example:
Customer: Can you share the sizing guide for the product?
Automated response: Sure, here’s the sizing guide: [insert image]. We recommend choosing one size up as per customer feedback. If you need any help, reach out to us!
Conclusion
There are several ways in which businesses can use Instagram DM automation. From responding to queries on the platform to directing them to self-service options, or escalating complex issues to human agents, automation tools like Interakt can help create a seamless workflow.
In addition, it also offers a streamlined Inbox that can help you keep track of current and past interactions. This helps gather insights on customers through support queries, helping create shopping experiences that go beyond visual appeal – driving much higher sales from Instagram.
